Industry News
When Times are Tough – Calling is Caring
Mikael Hansson, CEO of Enteractive, says that online gambling operators can still retain players even during the global sports blackout so long as they pick up the phone and give them a call
The global online gambling industry is facing a global challenge due to the ongoing crisis with cancelled sports events and many other difficulties. This is also the time for operators to show that they really care about their customers, and with the right approach they can come out on the other side with strengthened customer relationships.
This is absolutely the case for online sportsbook operators who are struggling to fill the void left by the world-wide cancellation of matches, tournaments and events.
While online casino and poker operators are seeing a rise in the number of players visiting their brands, there are concerns being raised over responsible gambling during this time.
This has seen regulators in countries such as Spain take fairly drastic measures such as banning all gambling advertising for the duration of the country’s lockdown.
But operators – even online sports betting sites – can and should be taking additional steps to reach out to players to reassure them and to remind them about the safe gaming tools offered.
Firstly, this is absolutely the right thing to do when it comes to being a responsible operator, and secondly it is a good opportunity to show players they are valued.
Retention is going to be critical if online gambling operators are to weather the storm. Opening a direct line of communication with customers is absolutely the best way to do this.
This is certainly the case for sportsbook brands who have to think of other ways to provide entertainment and value to customers while players and teams sit idle.
Pick up the telephone and speak to customers:
The best way of communicating with players is to pick up the telephone and speak with them directly. This allows for a human connection to be made.
Over the past week, we have seen that a quick phone call just to check in is highly valued by the customer, even with no sports events being held and limited betting markets offered.
You could simply ask how the player is doing, enquire about their situation – are they working from home, what are they doing to keep busy, etc.
Remember, this is a time where a lot of people are being forced to stay indoors and not spend time meeting with family and friends.
A quick call from their favourite sportsbook brand provides the feeling of community and socialisation they are seeking and strengthens their positive feelings towards the brand.
Of course, a good conversation would also open up to talk about additional game verticals such as virtuals, poker or casino and they can remind the player about these options.
But that’s not really what this is all about – It’s about relationships.
The main reason for calling customers is to strengthen the relationship between player and brand, not to upsell them additional products and services. That has always been the reason and it does not change because of changed circumstances.
Anecdotally, online poker has enjoyed a resurgence since sports events have been cancelled and lockdowns put in place – there is a great deal of cross-over between sports and poker.
So, if the sportsbook operator also has a poker product and the person talking to a customer thinks the player would enjoy poker, it is of course ok to make them aware of it.
Naturally, if the online gambling brand is able to build a stronger relationship with the player, they are highly likely to remain loyal to the brand and an increase in revenues occurs as a result, so caring for players does indeed have an undisputable ROI.
Re-think how you communicate with players:
Given increasing restrictions regarding how online gambling operators can market to players during the crisis, there is an opportunity for operators to rethink their communication strategies.
Because they are not able to target players with bonuses and incentives during this time, they are going to have to engage with them in different ways – as mentioned above.
But many will find that this actually improves the relationship they have with their players. This in turn will drive loyalty and ultimately retention even during these uncertain times.
It really just comes down to showing players that you value them and that you truly care.
Gamblorium, a trusted online casino affiliate platform, announces its new and improved casino rating system. This updated system is designed to give players even more accurate and transparent rankings for online casinos. Since 2020, Gamblorium has been known for providing honest and expert-tested casino reviews. With this updated rating system, Gamblorium continues to ensure players can easily find the best gambling sites.
The new rating system combines three key components: Gamblorium Score, Player Score and Market Score. These scores are based on a 100-point scale, providing players with a clear and reliable way to choose casinos that meet their preferences.
Main features of Gamblorium’s new rating system:
• Gamblorium score: The Gamblorium Score evaluates casinos based on over 100 criteria, including payment methods, game options, security and user experience. Unlike other platforms, Gamblorium uses a relative and flexible approach, meaning casinos are ranked based on their strengths within their market. This score also incorporates Expert Scoring, ensuring that the most important factors are weighted appropriately.
• Player score: The Player Score is based on feedback from real users. Players can leave reviews only if they have registered or played at the casino, ensuring honest and up-to-date feedback. This makes the reviews highly reliable and reflective of the actual player experience.
• Market score: The Market Score helps balance the overall rating by considering the views of other trusted gambling platforms. This adds another layer of objectivity and ensures that Gamblorium’s reviews remain fair and unbiased.
The post Gamblorium Enhances Casino Reviews with Updated Rating System appeared first on European Gaming Industry News.
Philippine Amusement and Gaming Corporation (PAGCOR) Chairman and CEO Alejandro H. Tengco received on Tuesday, March 18, the inaugural Regulatory Landmark Award during this year’s Asia Gaming Awards at the Grand Ballroom of Shangri-La, The Fort in Taguig.
The Regulatory Landmark Award, a newly added category to the prestigious Asia Gaming Awards, was bestowed upon the PAGCOR chief for his significant contributions to the growth of the Philippine gaming industry.
In his acceptance speech, Mr. Tengco acknowledged the efforts of the PAGCOR team and industry stakeholders, emphasizing that the recognition was a testament to their dedication, resilience, and commitment to regulatory excellence.
“This award reaffirms our efforts in fostering a well-regulated gaming sector in the Philippines,” he said. “It will serve as an inspiration for all of us to continue shaping an industry that is not only profitable but also ethical, sustainable, and beneficial to the communities we serve.”
Under Mr. Tengco’s leadership, the Philippine gaming industry posted a record-breaking gross gaming revenue (GGR) of Php410 billion in 2024 – a 25% increase from the previous year’s GGR.
Likewise, PAGCOR recorded unprecedented revenues of Php112 billion in 2024, a 41% growth year-on-year.
The Asia Gaming Awards, now on its fifth year, recognizes the achievements of key players and leaders in the gaming industry across the region.
The post PAGCOR chief honored at 2025 Asia Gaming Award appeared first on European Gaming Industry News.
Despite the implemented ban on Philippine Offshore Gaming Operations (POGO), the gaming industry in the country continues to boom, according to Philippine Amusement and Gaming Corporation (PAGCOR) Chairman and CEO Alejandro H. Tengco.
In his keynote address at the ASEAN Gaming Summit in Manila, Tengco said the country’s Gross Gaming Revenue (GGR) will rise to Php410 billion in 2024, up 25% from the Php329 billion GGR in 2023.
“As offshore gaming exits, PAGCOR recognizes that the future of Philippine gaming will continue to become more technology-driven,” he said. “This is why PAGCOR will continue to closely regulate electronic gaming while ensuring strict oversight to combat illegal operators.”
The PAGCOR chairman emphasized that while land-based casinos contributed Php201 billion—almost half of the total GGR in 2024—revenue from the E-Games and E-Bingo sector grew significantly, grossing Php154.51 billion, 165% higher than in 2023.
“We partly attribute the strong performance of the local gaming industry to the strategic policy adjustments that we have implemented, such as the gradual reduction of fee rates for E-Games since 2023,” Tengco’s explanation.
He said that in 2023, PAGCOR was charging 50% to 55% license fees which was an obstacle to the increase in operators. “But effective January 1, 2025, our fee rates for E-Games stand at only 30% of GGR,” he added.
As a result, more operators have come under regulation, voluntary closures of businesses have been avoided, and the profits of licensed companies have been maintained. Also as a result of the said reforms, the E-Games sector reached its target of Php100 billion in GGR revenue as early as September 2024. Tengco also mentioned PAGCOR’s focus on more intensified “responsible gaming programs” to promote a “more sustainable and ethical gaming industry.”
“We wish to assure our industry stakeholders that even as we strive for greater success, responsible gaming and market integrity will continue to be at the heart of our efforts,” Tengco said.
The PAGCOR chief is also fully confident in the direction of the industry.
“The best days of Philippine gaming are still ahead of us, and we look forward to working with all of you to shape what comes next,” he said.
The ASEAN Gaming Summit, organized by Asian Gaming Brief, serves as a platform for industry leaders to discuss trends, challenges and new opportunities in the region’s gaming landscape.
Translated article.
The post Gaming industry earns Php410 B despite POGO ban – PAGCOR appeared first on European Gaming Industry News.
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